Clinical Coordinator Lead at Penda Health

Scope of work

Core mandate is to work directly with the Clinical Coordinator In Charges and closely with Clinical Coordinators to standardize service levels, Operations, Organization, Communication and Escalation, Documentation and Billing at the Front Desk across the Medical centers.

 Responsibilities:

Clinical Coordinator Lead for all the Clinical Coordinator In charges.  Standardized Customer service & NPS as per Company Targets; 

• Support all CCs and their in-charges to be effective in their roles with an aim to offer a great patient experience at all service points handled by CCs & ensure standardized customer service across all our branches at the Front Desk. 
• Shadowing the Clinical Coordinators and sharing feedback with Clinical In Charges and the Branch Managers, on all aspects of the Clinical Coordinator functions(CS, Operations, Billing, Organization etc). 
• Analyze various reports as pertains to the Clinical Coordinator functions and share with the BMs and Incharges. 

Communication; 

• Work with the Clinical Coordinators to improve internal communication with patients and external parties such as Partners. 
• Escalation of concerns from MCs to leadership & vice versa 

Wait time Management & Patient Flow;

• Work with Clinical In Charges to improve the actual and Perceived wait time for patients at the Reception. 
• Escalation of issues contributing to increased wait time at the reception to the relevant persons. 

Organization & Workflow Guidance; 

• Work with the CCs to get organized on various important pieces at the Front desk( from desk arrangement to presentation, handover etc) for efficiency and productivity. 

Medical Billing and Insurance;

• Ensure all the Clinical Coordinators across the branches adhere to the Billing guidelines, on EMR and various Partners; 
• Act as a link between Billing and the Clinical coordinators, raise gaps and concerns realtime for faster resolution and Support. 
• Ensure proper Registration, documentation & billing/credit process (Insurance claims: submission of documents to SO & pass 1 errors) across all Medical centers 

Training & Development;

•  Onboarding the CCs on new partners & new updates
• Work closely with the Billing team to ensure all CCs are Onboarded on the New Partners( Insurance and Capitation scheme), are aware of the process and Escalation Matrix.; -Onboarding all new CCs on their roles, Penda Operating Systems and Processes and KPIs. -Take the lead in implementing new Policies and Company Updates related to the Clinical Coordinators. 
•  Identifying training needs for Clinical Coordinators and working with other departments to train and monitor uptake. 

Requirements: 

• Strong Customer Service background & Outstanding patient interaction skills. - Great organizational, communication and presentation skills. 
• Good understanding of Penda’s operational systems used by the CCs such as the EMR, TalentLMs etc and Billing Processes. 
• Great team player with drive for results and enjoys being part of a team. 
•  Must be a CC in Charge for at least 1 year with outstanding Leadership Skills.

If you are excited and meet the above qualifications, apply by 26th October 2022.